Help Scout

Customer Support

Customer support teams at SMBs and mid-market companies that want an email-first shared inbox with a clean UX, strong self-service (knowledge base), and lightweight automation—without the complexity of enterprise service-desk tools.

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Quick Overview

Pricing: $20/user/month
Details: No permanent free tier (free trial available). Standard plan starts around $20/user/month (varies by plan and billing). Higher tiers add advanced reporting, permissions, and security features; enterprise pricing available on request.
G2 Rating: 4.4 / 5.0
Capterra: 4.6 / 5.0
Comparisons: Featured in 1 comparison

Key Features

Shared inbox with collision detection and internal notes
Knowledge base (Docs) with search and self-service content
Live chat / in-app messaging (Beacon) and proactive help widgets
Automation, workflows, tags, and saved replies
Reporting and customer profiles with conversation history

Pros

+Intuitive, fast shared-inbox experience that’s easy to adopt
+Strong knowledge base and in-app help widget for deflection
+Good collaboration features (notes, assignments, collision detection)
+Solid integrations and API for connecting to CRM/product tools

Cons

−Advanced workflows, analytics, and admin controls can be limited vs. larger suites
−Pricing and packaging can be less flexible as teams scale
−Not a full ITSM/service-desk platform (limited ticketing/asset/SLAs compared to ITSM tools)

Help Scout in Our Comparisons

Customer Support17 min read

Intercom vs Zendesk Support Suite vs Freshdesk vs Help Scout vs Salesforce Service Cloud - 2025 Honest Review & Comparison

Comparing Intercom, Zendesk Support Suite, Freshdesk & more. Honest customer support reviews with pricing, features, pros/cons. Updated Dec 2025.

IntercomZendesk Support SuiteFreshdeskHelp Scout+2 more

Marcus Williams

Updated December 2025